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The purpose of this document is to explain how to report a suspected OS/2
defect to IBM via CompuServe.
If you have How-to or other questions about OS/2, please submit an item to the
appropriate section within the IBMOS2 or OS2DEV forum. There are many OS/2
users and IBM employees who volunteer their time to assist fellow OS/2 users.
IBM provides DEFECT support via CompuServe for these products:
IBM OS/2 Base Operating System
IBM OS/2 Extended Services
IBM OS/2 LAN Server
What the customer does:
To use CompuServe to report a suspected defect with one of the IBM OS/2
products listed above, a customer should do the following:
Download PROBLM.TXT from the IBM Files Library (Library 17) in the IBMOS2
CompuServe forum.
Fill out the PROBLM.TXT as completely as possible using an editor.
Using CompuServe mail, send the completed PROBLM.TXT form to the corresponding
IBM OS/2 defect reporting id. OS/2 Base Operating System defect reports should
be mailed to 76711,611. Extended Services or LAN Server defect reports should
be mailed to 76711,611.
What IBM does:
IBM will reply as soon as possible, within 48 hours of the time we receive your
PROBLM.TXT defect report.
Note:
The 48 hours excludes weekends and holidays. As an example, if you mail a
PROBLM.TXT report on Friday at 6 PM, we will not receive that report until
Monday morning.
IBM will reply via CompuServe mail to each new PROBLM.TXT defect report we
receive. Our reply to you will include a PMR number. This number is used by
IBM to track each unique problem reported by each customer.
The IBM reply will also include any other information necessary for the
situation.
If your problem description matches a previously reported defect that has been
addressed (closed) by IBM, we will provide the explanation, work around, or
directions to obtain a fix. Most fixes are available for download on
CompuServe.
If your problem description matches a previously reported defect that has not
yet been addressed by IBM, we will inform you that you have added to the
Interested Parties list for the IBM APAR. IBM will contact you once the APAR
has been addressed.
If your problem description does not match a previously reported defect, the
IBM reply will indicate that your PMR has been forwarded to the analysts that
specialize in problems of the type you reported. IBM will contact you when
your problem is addressed. IBM may also contact you with requests for
additional information needed to address your defect report.
Note:
We will use CompuServe mail for communication with you regarding your
PROBLM.TXT defect report. However, if we feel that voice contact is
necessary to expedite the process, we may contact you via telephone.
Status inquiries:
IBM is dedicated to resolving each PMR in a time frame acceptable to our
customers. However, IBM does not guarantee a time frame in which a PMR will
be addressed. If you have an inquiry regarding the status of your PMR while
IBM is working on it, please feel free to reply back to us via CompuServe
mail. We will check the status of your PMR and reply to you within 48 hours.
Acronyms:
PMR- (problem management record). A PMR is created for each problem reported
by each customer. It is often the case that several PMRs are opened on the
same underlying problem. However, the problem is reported by different
customers.
APAR- (authorized program analysis report). An APAR is opened on each unique
problem that is to be addressed by development. If an APAR is opened on a
problem, it is associated with the PMR that initially reported the problem.
Each additional PMR regarding that problem is added to the Interested Parties
list for that APAR. There may be several PMRs opened from different customers
regarding one unique problem, but only one APAR.